First of all, I was wary of buying anything from Eureka Forbes given their non-service attitude. But still I went ahead and bought a Wet & Dry vacuum cleaner thinking that maybe the company has changed itself and it’s attitude given the competition these days.
Also, my previous experience of buying and owning an Aquaguard water filter was just okay(thanks to mouthshut).
I bought this vacuum cleaner in April 2010 from their Koramangala, Bangalore sales office.(My customer id is 1006970457). The sales person’s name is Shankar. On the day of sale, this guy was very prompt and gave us the complete demo. We were happy with the product and the drying feature as well.
And then started the woes.
While operating the machine, it shut down after 20-25 mins. This happened consistently.
I went through their manual and found that due to the plastic parts being sensitive to heat they have a thermal cut-off feature. For the suction mode this cut-off happens at around 3 hours(depending on the ambient temperature) and for blowers it’s around 25 mins.
This feature is fine, but the problem is that I was using the product in the suction mode, and that too in Bangalore’s cool climate. Even then, the machine would stop/shut down in 20-25 mins.
I called up the salesperson, Shankar. He mentioned that this would be taken care of and that he’d ensure that the piece is replaced with a new one since it was less than a month that I had bought the machine.
A month passed with several calls to the same guy and assurances from him. Nothing happened.
Finally, one day last week I called customer care(39883333) and placed a complaint for the same(Complaint no. 83056947 dated 16th June, 2010).
A person called Vilas(mob:9980792068) came the very next day and changed a part of the vacuum cleaner and told that now the cleaner will function for more than an hour without shutting down. But unfortunately, due to a power cut he wasn’t able to test it out and told me to call him if there were issues.
Later, when the power came and I tried to switch on the machine, it didn’t even start up. Nothing.the machine was dead. Also the power cable auto-coiling feature was also not working. No way to roll-back the power cable into the machine now.
I called up Vilas, he gave the phone to his senior - Mani. He assured that the problem would be resolved in a day.
No one came.
I again placed a complaint with the customer care. Some assurances as usual.
So latest status: Rs.9990 spent. 2 months gone. Machine dead. No customer service.
If you folks really want to avoid all these, please resolve not to buy products from this company. It’s really outrageous how they consistently lie to the customer and fail to live up to any of their promises once the product is sold.
Update:
Sorry for the delay in providing an update here. I believe it is overdue.
My issues were finally resolved sometime back. But I kept forgetting to update it here.
As of now, my vacuum cleaner is working fine. I have received quite a few calls from the Eureka Forbes office asking me about the state of my machine. Touchwood, as of now it’s working fine. The issues raised earlier have been resolved.
But while I am happy with the product now, I’d still request Eureka Forbes to ensure that customers don’t face these issues, forcing them to escalate through forums like MouthShut.
Thanks MouthShut for helping me resolve my issues.